Title:
Assess Customer’s Complaint Management and Customer Satisfaction of Banks in Akure, Ondo State

Authors:
Gabriel Kola, OLORUNLEKE and Femi Seun BENJAMIN, Nigeria

Abstract:

Businesses compete for customers and customer satisfaction is becoming a key performance indicator and an essential element of business strategy. Customer expectations are key drive behind customer satisfaction. Customer Satisfaction is an indicator of customer purchase intensions and brand loyalty. Customer satisfaction cannot be achieved without the fundamental contribution of the customer contact-employees who provide the service. This study examined customer’s complaint management and customer satisfaction of banks in Akure, Ondo state. The research design to be adopted for this study is survey research design. the sample size is 384 customers of the selected banks using Mugenda and Mugenda (2006) formula. The main instrument of this study will be structured questionnaire designed to collect information from the target respondents. To provide answers to research questions and the stated objectives, information gathered on all relevant variables was analyzed using descriptive (frequencies, percentage, mean, and standard deviation). the results revealed that there was significant relationship between the complaints handling Practices used by the selected banks and their performance. Thus, Complaints handling practices had significant effect on the performance of Deposit Money Banks in Ondo state, Nigeria. A well-organized Complaints handling Practices provides direction towards goal attainment and improvement of performance.

DOI: http://dx.doi.org/10.51505/ijebmr.2022.6802